Maurice A. Bledsoe

Summary

Technologist with * years of experience in Senior Help Desk and IT Administration roles including strength in configuring VOIP, Networking, and administration of MS 365 and Active Directory.

Skills

Voip (Cisco, Avaya, Ring Central), Cisco Anyconnect, Networking, Net Gear, WAPs, VPN, Azure Active Directory, ServiceNow, Vsphere, GlobalProtect, RapidIdentity, MS Project, MS Visio, SQL, Microsoft 365, Windows Server, Exchange Server, PeopleSoft, Outlook, Typing-50 WPM, Scheduling/Appointment Setting, Customer Service, Professional Correspondence, EMAIL (PoP3, PPPoE, TCP/IP, Proxies, IMAP, SMTP, SSL, Passwords Tanium, AWS, Duo Administration, DameWare, RDP,

Experience

IT Administrator

CONNS HOME PLUS

San Antonio, Tx July, 2022 – Oct., 2023

Cisco MS350, along with HDMI KVM switch to convert domains for users from Az., to Fl. The same with WAP devices using to extend wireless coverage, sometimes deciding to omit the device, and use a Wi-Fi extender for further Wi-Fi coverage.

Configured Cisco VoIP/Avaya using a MAC address, also Unified Communications Systems

Azure Active Directory and Microsoft 365 administration - update passwords, provide or delete licenses, manage contact information, manage groups, etc

Eset Administrator

Configured CiscoAnyconnect for AllRegions

Configure thin clients using Linux configurations

Asset Management experience using ServiceNow ticketing system

Procurement fulfillment using ServiceNow

Familiarized with using Dameware, Remote Connection, and UMS software

Image desktop and laptops for the continuity of business

Create a detailed inventory of all decommed assets along with computers and monitors

Update warranty contacting manufacturer of asset

Deployed assets via FedEx, and gathered tracking number for reference

Familiar with using Tanium, AWS, Duo Administration login

Use DameWare, RDP, Tanium to locate offline/online endpoints

DuO administrator to add phone, reactivate DuO mobile etc

Complete ServiceNow tickets

Configuring BIOS information

Senior IT Help Desk

USAA

San Antonio, Tx June, 2019 - July, 2022

Active Directory and Microsoft 365- administration update passwords, provide or delete licenses, manage contact information, manage groups, etc

Used Vsphere to track where the connection broke in the network from the DSLAM server. Also used to rebuild users VM for 3rd party users.

Configured GlobalProtect for USAA employees that needed to work oversees and in some cases Cisco Anyconnect

Set up RapidIdentity for security access on USAA personnel mobile devices

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as ServiceNow

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox)

VPN and remote dial-in users

Support for laptop, desktops, and printers

Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Technical knowledge of SQL

Help Desk Lead

iBex Global

San Antonio, TX January, 2015 - 2017

Assisted with retrieving customers email via Outlook using PoP3/IMAP/SMTP

Worked on routers including AT&T, Netgear for small domestic issues, where I’ve logged in using the IP address to change ports, and channel switching for extensive Wi-Fi usage, and to strengthen the signal, along with implementing a change of the default password to increase security of the network

Reconfigure and provision software for customers satisfaction

Filled the initial trouble forms for field technician dispatch

Work with clients covering over 9 states and one country (Philippines)

Work with alternate departments to solve customers account issues

Maintained Quality Assurance to improve customer service and diffused negative emotions while deescalating phone calls.

San Antonio, Tx. West Business Corporation August, 2012 - January, 2015

Technical Support Scrubber

Scrubbed Technical Questionnaire applications for companies for installation of AT&T iOS services

Emailed scrubbed and revised Technical Questionnaire applications to client based companies

Quickly and effectively answer and solve customer questions and concerns during interview with Data Entry

San Antonio, Tx. KGB_USA June, 2012 - August, 2012

Technical Support Representative

Answered inbound calls to assist customers with Customer Premise Equipment and answered technical questions

Maintained a log for customers' incoming calls and saved the information within the data base system

EDUCATION & CERTIFICATIONS

San Antonio, Tx. ITT Technical Institute 2003-2007

Associates of Applied Sciences

ITIL Certification achieved 2023

Technical Skills & Special Training

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